Job Description

Job Requirements

Roles & Responsibilities

Service Delivery & Communication

Customer Interaction: Respond to user inquiries, access problems, and issues with

Supply Chain (SCM) applications via email, phone, or ticketing tools.

Relationship Management: Communicate daily with various customers to manage

relationships and ensure high satisfaction levels.

Stakeholder Reporting: Prepare and communicate timely reports to Business

stakeholders regarding operational breaches and service status.

Collaboration: Work closely with peer department personnel and specialists on tasks

outside immediate scope to ensure organizational alignment.

Technical Support & Troubleshooting

Issue Resolution: Handle incoming queries and help requests from end-users,

performing initial problem assessment and detail gathering.

Technical Diagnosis: Reproduce reported problems and attempt resolution through

available self-services

Escalation: Identify repeated issues and raise them for permanent solve through next

levels.

System Knowledge: Understand software applications used to track merchandise and

remain aware of all steps in the delivery process.

Operational Excellence

Ticket Management: Maintain detailed records of user issues and support processes by

opening and managing help desk tickets.

Documentation: Create, edit, and maintain department-wide Process Documents and

Standard Operating Procedures (SOPs).

Operational Guidance: Guide operations teams regularly on operational breaches and

update procedural knowledge.

Efficiency: Determine ways to improve product delivery and take action when delays

occur.

Shift: 24/7 Rotational Shift (Mandatory requirement)

Qualifications & Skills

Category Requirement

Technical Skills

Good understanding of ITSM framework,

serviceNow, JIRA

Programming

Basic knowledge of programming languages to

follow code execution and debug.

Analytical

Strong problem-solving and analytical skills

with great attention to detail.

Communication

Fluent in English; developed written and verbal

communication skills.

Soft Skills

Independent, self-motivated, and highly

organized worker.

Work Experience

2-5Years